Ivanka O'leary
Minot,ND
Summary
Skilled in staff supervision, training, and performance management, with a strong focus on efficiency, quality, and customer satisfaction.
Adaptable, organized, and committed to achieving operational excellence in fast-paced, customer-focused environments.
Passionate about delivering exceptional customer experiences and supporting operational success through innovation and teamwork.
Known for a proactive work ethic, attention to detail, and a drive for continuous improvement.
Adventurous and optimistic customer service professional with over 5 years of experience in high-volume, fast-paced environments including financial institutions and the food service industry. Currently preparing to relocate to New Hampshire and eager to bring strong communication, leadership, and customer-focused expertise to a new team.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Contact Center Officer
North Star Community Credit Union
Minot, North Dakota
09.2020 - Current
- Provide prompt, knowledgeable assistance to members via phone and digital platforms.
- Handled 80–100 inbound and outbound customer calls daily, providing high-quality service and support.
- Processed and managed loan applications, ensuring accuracy and compliance with company policies.
- Created and maintained daily call reports, tracking performance metrics and customer interactions.
- Monitored call quality to ensure adherence to company standards and improve customer satisfaction.
- Assisted in the system conversion process, adapting quickly to new tools and technologies while maintaining productivity.
- Underwrite and approve loans in compliance with federal guidelines; NMLS certified.
- Educated members on credit union products and services for better engagement.
- Updated customer information in the system after each interaction.
Assistant Manager
McDonald's
Minot, North Dakota
10.2013 - 06.2018
- Assisted in developing training programs for new employees and ongoing staff development.
- Implemented process improvements to enhance service delivery and team collaboration.
- Supported customer service initiatives by resolving client inquiries and complaints promptly.
- Supervised daily operations including scheduling shifts, assigning duties.
- Resolved conflicts between team members in an effective manner.
- Coordinated with other departments to ensure smooth flow of operations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Bachelor of Science - English
Drohobych Pedagogical University
Ukraine05-2015
Skills
- Customer service
- Loan processing
- Compliance underwriting
- Customer relationship management
- Problem solving
- Complaint handling
- Calm under pressure
- Call center operations
Languages
Ukrainian
Full Professional
Russian
Full Professional
Certification
NMLS (Nationwide Mortgage Licensing System and Registry)
Affiliations
Assisted in onboarding and mentoring new employees.
Volunteered at a local shelter garden cleanup project to support community beautification and sustainability
Volunteered at a local shelter garden cleanup project to support community beautification and sustainability
Timeline
Contact Center Officer
North Star Community Credit Union
09.2020 - Current
Assistant Manager
McDonald's
10.2013 - 06.2018
Bachelor of Science - English
Drohobych Pedagogical University